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Complaints Management System / Trouble Ticket System Design

Hi Folks,
We are going to develop a trouble ticket system.
Currently we are about to start design phase and requirements are almost complete.

Here in this question i would like to seek help regarding WorkFlow. How can we design and implement the workflow of ticket, by workflow i mean the different stages/departments a ticket/complaint will go. whats the best way to design this so that we can later be able to add a new stage/department in between the existing steps/workflow.
Khalid Mehmood Awan
Khalid Mehmood Awan
2 Solutions
Two thing come immediately to mind:

(1) UML Activity diagrams (http://citeseerx.ist.psu.edu/viewdoc/download?doi= and http://atlas.kennesaw.edu/~dbraun/csis4650/A&D/UML_tutorial/activity.htm).  They are specifically for the purpose you need.

(2) UML State diagrams (http://www.agilemodeling.com/artifacts/stateMachineDiagram.htm and http://atlas.kennesaw.edu/~dbraun/csis4650/A&D/UML_tutorial/state.htm).  These diagrams help capture and organize the different "stages" (states) and how they go between them (transition).

These two UML diagrams will help you create and maintain your work flow.
Hi khalidmehmoodawan,

While I agree with what Mark says, there are other diagram types that will do the same as activity diagrams. These are
Petrinets and BPNM.

Tools and Info:

As the wikipedia article also states there are also Business Process Modeling Notation (BPMN)


Khalid Mehmood AwanAuthor Commented:
Thanks guys.
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